Salesforce: Administración de Service Cloud

Descripción del curso. Salesforce: Administración de Service Cloud

• Modalidad: Webinar. Sesiones en aula virtual con profesor
• Especialidad: Salesforce - Administrators
  
• Tarifa: Solicitar oferta

Introducción

Servicios de valor con Salesforce:

• Soluciones tecnológicas
• Soluciones verticales
• Integración con terceros
• Soluciones de movilidad
• Soluciones de Formación
• Descripción cursos
• Plataforma Apex

Contenido del curso

• Case Management, Automation, and Entitlements
• Create a support process to meet business requirements.
• Extend Salesforce automation to the service and support environment with web-to-case, workflow from case comments, case queues, assignment rules, and escalation rules.
• Understand Entitlement Management.
• Salesforce Knowledge
• Understand the key concepts of Salesforce Knowledge.
• Define the differences between Solutions and Salesforce Knowledge.
• Complete the features required to deploy Knowledge using article types, data categories and case integration.
• Understand Knowledge Centered Support.
• Setting Up and Customizing the Console for Service
• Understand the functionality of the Salesforce Console for Service.
• Assign Service Cloud User licenses to users.
• Create a Service Console app.
• Understand Live Agent.
• Enable and add Live Agent to the Console.
• Understand the basics of CTI.
• Enable and add the Salesforce Open CTI Demo to the Console.
• Enhancing Service with Communities and Chatter Answers
• Understand the use cases, goals, and setup of Communities.
• Enable Communities in a Salesforce organization.
• Create a Community.
• Add external members to a community.
• Understand the functionality of Chatter Answers.
• Configure zones to determine content availability.
• Integrate Answers into the Call Center.
• Integrate Answers into a community.
• Evaluación final
• Cuestionario de Calidad

Nota:
Los contenidos podrán sufrir variaciones para adecuarse al grupo y las novedades de Salesforce.

Dirigido a

Service Cloud Administration is designed for:

• Administrators with at least 6 months experience using Salesforce and/or
• Administrators who have completed the Administration Essentials for New Administrators course

Requisitos de software y hardware

• Hardware: PC Multimedia
• Pentium IV o superior, 1 Gb de memoria, tarjeta de sonido, altavoces/cascos
• Software:
• Windows Vista, Windows 7 o Windows 8
• Navegador de internet (Internet Explorer 9 o superior, Mozilla, Firefox, Chrome o cualquier navegador actual compatible con html5)

Tarifa

Si os interesa realizar este curso en cualquier modalidad formativa póngase en contacto con nosotros.

• Correo: info@nanforiberica.com
•  Teléfono: +34 91 031 66 78
• WhatsApp: +34 685 60 05 91